Service Management and Performance Specialist

2 months ago

Birmingham, United Kingdom West Midlands Combined Authority Full time

Job Introduction
Our digital and data team make sure that our live IT systems and services across the business are fully optimised, ensuring systems integrity, availability, and continuous improvement.

In this role, you’ll assist in the alignment of ICT systems and services in accordance with ITIL best practice guidelines, and act as an ambassador to maintain and increase the effectiveness, efficiency, and adoption of these best practices.

**What will you be doing?**
- Efficiently coordinate and analyse service desk calls covering Service Requests, Incidents, Changes, and Problems, promptly addressing inquiries.
- Assist in implementing ITIL practices to improve Digital and Data services and best practice aligned with ITL standards.
- Participate in the updates and management of the Service Portfolio and Service Catalogue.
- Provide support in managing Major incidents by taking timely actions, engaging vendors to identify root causes, and defining remedial measures (problems, prevention, avoidance).
- Collaborate with the ICT Change Manager to facilitate an efficient Change Management process - covering recording, evaluation, authorization, prioritisation, planning, testing, implementation, documentation, and review, minimising unforeseen impacts on production services and business risk.
- Assist in planning and overseeing the movement of releases to test and live environments.
- Contribute to process design, construction, implementation, and documentation and to the development and execution of the Continual Service Improvement Programme (CSIP).
- Gather, monitor, analyse, and report on all Digital and Data services, providing recommendations for service enhancements.
- Analyse business performance to functional level KPIs.
- Monitor and report on service level agreements, operational level agreements, and underpinning contracts.

**About you.**
- ITIL Foundation Certificate (Level 3/4)
- Experience with IT Service Management Tools (we use Fresh Service, but any experience with other systems would be welcome).
- Competent usage of MS Office Applications, especially Excel - Pivot tables, analysis work on data and trends.
- Proven ITIL Service Management experience such as service requests, incident/problem, change, release and deployment management.
- Customer and user focused (internal and external).
- Exposure to service level agreements and suppliers management and service monitoring methods.

**How to apply.**

Applicants will need to evidence that they have the legal right to work in the UK. If we make an offer of employment, we will need to check that you are eligible to work in the UK before you start work.

**Salary and benefits.**

We offer a comprehensive benefits package that includes a Local Government Pension Scheme, 28 days of paid annual leave, Cycle to Work Scheme, and discounted shopping with over 2,000 big-name retailers. For more details, please visit the benefits page on our careers site.

**Location and working pattern - what you can expect.**

**Creating an inclusive workplace.**

We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future we can all be proud of, we would love to hear from you.

**About us.**

Our vision is to create a better connected, more prosperous, fairer, greener, and healthier region. We aim to achieve this vision by living our values, which include being a partnership organisation, valuing and respecting our people, fostering a can-do attitude, and encouraging innovation. WMCA holds diversity accreditations, such as "Leaders in Diversity," and has been recognized as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We are also a Disability Confident Employer, committed to interviewing all applicants with disabilities who meet the essential role criteria. WMCA believes that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.

**Reasonable adjustments.

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